What Clients Are Saying

"I would recommend Mary to any organization seeking to improve patient satisfaction, employee satisfaction and customer service. I have worked with Mary for many years. I have seen Mary speak to many different groups from senior leaders to front-line staff. In every situation Mary is able to connect with her audience in a very meaningful, personal way. Through her years of experience working with hundreds of hospitals, Mary has acquired a wealth of knowledge about the best practices in the industry. Mary is able to provide ideas and suggestions for almost any customer service problem."

Rebecca Zuccarelli, Senior Director, Service Excellence, Johns Hopkins Health System

"Mary Malone brings the combination of humor, wisdom, passion, and just plain common sense to her work. Her ability to help us see our "moments of truth" through the eyes of the patient has been incredibly valuable to us on our journey to service excellence. Mary has worked with employees at all levels within our organization with equal effectiveness. Her commitment to excellence is evident to all with whom she has interacted."

Jeannette Hodge, Director, Patient Relations, Volunteer and Guest Services, Yale-New Haven Hospital

"Mary has worked with our organization on several occasions over the last 6 years. She possesses a wealth of knowledge around patient satisfaction and is clearly, in my opinion, a national thought leader around the patient experience. Mary is insightful and practical in her approach, yet is able to make it fun and exciting. Most recently, she walked our leaders through service mapping as a means to WOW our patients...and our leaders loved it! Her energy and passion around service excellence is inspiring."

Bryan Hildreth Vice President, Service Excellence, Norton Healthcare

"Mary is a wealth of proven, effective ideas for improving service delivery which she readily shares in every presentation or conversation. She interacts effectively with employees at every level as well as with Administrators. She's just like you and I and our staff reacted well to that.

Mary genuinely wants to see her clients succeed and get better. When Mary first consulted at our facility, our patient satisfaction was at the 23rd percentile nationally. She educated staff, held small, department-specific Q&As, and continued to assist via e-mail and telephone following. Recently, we achieved the 65th percentile."

Lisa Randazzo, Director, Performance Management & Clinical Outcomes, St. Mary's Health Center, Jefferson City, MO

"When thinking Service Excellence, the first name which comes to mind is Mary Malone. Mary was our first navigator and she helped us through some very rough waters. 'Maryisms' as we chose to call them are still in use today. We were the beneficiaries of her many years work in the patient satisfaction arena. Never one to pull punches, Mary tells it like it is - and sometimes you may not like what you hear. If you take heed and put into practice what she teaches your scores will rise, but more importantly your hospital will begin to understand what it means to be patient-centered. Mary is a marvelous resource. Like a forgiving parent, she is always willing to retrain and support you on your journey to Service Excellence."

Geri M. Reichenbach, Assistant Vice President Community Relations, Brookhaven Memorial Hospital Medical Center, Patchogue, New York

"I can count on one hand the number of consultants who have inspired me to the point of calling my mother to thank her for bringing me into this world. Mary is one of our nation's best Chief Inspiration Officers. She always leaves me excited about acting on maximizing the fit between people and the environment in which they live, work and play. I count the days until our paths cross once again."

Patrick Kegin, MS, VP Service Excellence, North Kansas City Hospital, North Kansas City, MO

"Mary has been absolutely fabulous to work with in our efforts to create a better experience for both our employees and our patients. She brings a wealth of practical ideas from her own experiences that we use in our everyday work of caring for people. Her energy, knowledge, and passion have inspired our employees from leadership to the front-line!"

Angela Pace, RN, MSN, CPHQ, Director, Quality Management Services, Forrest General Hospital, Hattiesburg, MS

"Our medical center has been on the service excellence journey for more than a decade and Mary has been an invaluable resource to us time and time again. I have heard her present several times and always walk away with new, low-cost/no-cost ideas that our organization can implement easily. Mary's passion, enthusiasm, and practical approach to improving customer experiences and entertaining presentation style make her a well-known resource among our organization's service excellence stars."

Susan Graham, BS, Director, Learning and Organizational Development, King's Daughters Medical Center, Ashland, KY

"It's been over a year since Mary visited us, but leaders from our organization continue to reference her presentation. As compelling, two meeting attendees shared their observations of Mary's presentation."

"Excellent presentation. Down to earth. Very upbeat. Mary made me feel important and able to be stellar without tons of hard work. Mary was a joy."

"The speaker was very knowledgeable, I enjoyed the presentation and can't wait to put this to use!"

Kenneth S. McHattie, BSHS, Quality Process Analyst, Organizational Performance Team, Heritage Valley Health System, Beaver, PA

"I have known and enjoyed the benefits of Mary Malone's professional consulting talents for many, many years with various roles that I have held in healthcare organizations.

Mary is always extremely professional, service-oriented and focused on assisting as much as possible and in a totally comprehensive way. She is very complete and meets her objectives with her clients. She is a very engaging speaker leaving folks with practical 'take-aways' at her workshops for the organization."

Cheryl Kent, Director of Service Excellence, Middlesex Hospital, Middletown, CT